Analyst, HSMx Service Desk

Hilton

. Serve as the first point of contact for hotel leaders across approximately 9,000 hotels and third party GPO customers .

Posted 11/6/2026full-timeMcLean • Virginia • United StatesJunior💰 $52,500 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and support, leveraging Salesforce and Microsoft Teams to enhance communication and operational efficiency. Capable of coaching and guiding hotel leaders while executing strategic initiatives to drive supplier adoption and purchasing opportunities.

Highest-signal resume keywords

Customer Service ExperienceSalesforce ProficiencyMicrosoft Teams ProficiencyHospitality Industry KnowledgeSupply Chain Experience

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

CoachingCommunicationProblem-SolvingEngagement

Tools & Technologies

SalesforceMicrosoft Teams

Industry Keywords

HospitalitySupply ChainPurchasingSupplier ManagementGPO Customers

About the role

Key responsibilities & impact

Serve as the first point of contact for hotel leaders across approximately 9,000 hotels and third party GPO customers
Deliver engaging virtual and phone support
Maintain accurate records of support activities using Salesforce and Microsoft Teams
Coach hotel leaders by asking appropriate questions and guiding use of Hilton/HSM resources and purchasing opportunities
Execute assigned initiatives supporting Hilton Supply Management's business goals and Key Strategic Priorities
Partner with other HSM teams to provide measurable support and best practices that influence trends and supplier adoption
Leverage HSM partners to identify and execute supplier-based opportunities
Conduct strategic one-to-one or group connections addressing purchasing or supplier concerns
Uncover trends and partner with the supervisor to create and enhance self-service tools for industry leaders

Requirements

What you’ll need

One (1) year of customer service-related experience
Bachelor's degree preferred
Two (2) years of professional experience preferred, preferably in hospitality or supply chain-related roles
Experience with Salesforce and Microsoft Teams is applicable to the role
Ability to support hotel leaders and third party GPO customers in the US, Canada, Caribbean, and Latin America

Benefits

Comp & perks

110 nights of deeply discounted travel, with room rates as low as $40/night through the Go Hilton travel program
Employee stock purchase program (ESPP) with Hilton shares available at a 15% discount
Paid parental leave for eligible Team Members, including partners and adoptive parents
Personalized caregiving concierge services
Crisis Concierge support
Free counseling and support through the Employee Assistance Program (EAP) for eligible Team Members
Generous paid time off (PTO)
Health and welfare benefits, including health plans, dental coverage, and vision coverage
Retirement plans
Hilton Annual Incentive (Bonus) Plan eligibility, subject to plan terms and conditions